ORIGINAL ARTICLES   

Gazzetta Medica Italiana-Archivio per le Scienze Mediche 2009 June;168(3):179-87

Copyright © 2009 EDIZIONI MINERVA MEDICA

language: English

Patient perception of the quality of Healthcare Services. A psychometric study on the Questionnaire of Quality Perception

Coluccia A. ¹, Cioffi R. ², Ferretti F. ¹, Lorini F. ¹

¹ Customer Satisfaction Center University of Siena, Siena, Italy 2 University “G. D’Annunzio”of Chieti-Pescara Chieti, Italy

In the present article we examine the psychometric properties of the Questionnaire of Quality Perception (QQP), an Italian survey measuring patients’ perceptions on the quality of a recent hospital admission. The authors predict that the 14-item survey will be divided into four factors: 1) satisfaction with the medical doctor, 2) satisfaction with the nursing staff, 3) satisfaction with the auxiliary staff, and 4) satisfaction withthe hospital amenities. Considering Coluccia, Ferretti, Lorini, Calamai (2002), we administered the test on 1804 patients from the “Le Scotte” Hospital in Siena. We tested two models using a confirmatory factorial analysis (structural equation modeling): the first model with 4 orthogonal factors, the second model with 4 oblique factors. The SEM fit indices and the test of the difference of the c2, lean towards the acceptance of the second model.